Hi,I have been an Optus Cable Broadband user for 20 years and my modem is playing up so I was promised a free replacement on 28th March and despite 5 chat sessions with Optus Chat agents in India they still cannot tell me when this modem will arrive here in Melbourne. I have an Optus ID number for the order but they cannot check what is happening from their computers in India.... First order never arrived with 5 to 7 days estimated delivery period and so they re-ordered after 14 days and its nearly 7 days now for second order and no shipping advice is available.

I'm severely annoyed, being a long term customer and wish to contact someone by phone here in Australia to get this remedied ASAP. Any advise on a proper phone number to someone who can find out where the modem is..

From what I understand the only way to contact the Customer Relations Group is in writing or via the complaints handling form on the link below. I must say that I find it strange that they can't give you any ETA on your replacement but not totally surprising given the things I have read on this forum. Maybe a complaint would be the better option.

There isn't a management phone number and you need to have a Customer Relations Group team member assigned once you have logged a complaint.

Does the form indicate why it won't submit? i.e. incomplete fields

Have you tried using a different browser?

If you have a social media account, please send a PM to Optus on Facebook or a DM on Twitter with the details.

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No indication.. Just will not submit.. I will try again later but Optus web help pages seem always too slow to react, slow loads.

Just not good enough.. Maybe the TIO is the best solution as its 3 weeks and NO Modem replacement. Someone needs to step up and get something happening. Optus just hide behind their Indian based chat support and the poor guys there cannot access any meaningful info

Okay let us know how you go. I think we'd have a lot more complaints on here letting us know the complaints form was not workng.

Confirming the Social Media team is an alternative option to phone/chat support.

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I will try the complaints form again and confirm IF I get a response. Suspect it's broken like many of the other Optus help systems FYI: No response to my Facebook emailed submission. I think its cowardly for Optus to hide behind a crippled Indian based support system.

Good news, a disappointing experience overall which feedback will be provided for. Thanks.

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